Complaints

Articles in this category

1. NHS complaints system is not working – this might fix it, says Ombudsman

   • Complaint
   • Process redesign
   • (and 3 more)

     Tagged with:

     • Complaint
     • Process redesign
     • Implementation
     • Investigation
     • Transparency

   By Patient Safety Learning, 22 September

   • 0 comments
   • 206 views
   • 
   • Added by Patient Safety Learning
   • 22 September

2. Making Complaints Count: Supporting complaints handling in the NHS and UK Government Departments (July 2020)

   • Complaint
   • Patient engagement
   • (and 2 more)

     Tagged with:

     • Complaint
     • Patient engagement
     • Quality improvement
     • Training

   By PatientSafetyLearning Team, 29 July

   • 0 comments
   • 292 views
   • 
   • Added by PatientSafetyLearning Team
   • 29 July

3. PHSO: Complaint Standards Framework. Summary of core expectations for NHS organisations and staff

   • Complaint
   • Staff engagement
   • (and 2 more)

     Tagged with:

     • Complaint
     • Staff engagement
     • Organisational learning
     • Feedback

   By Patient Safety Learning, 10 July

   • 0 comments
   • 250 views
   • 
   • Added by Patient Safety Learning
   • 10 July

4. The Patients Association: Report your care

   • Patient engagement
   • Complaint
   • (and 1 more)

     Tagged with:

     • Patient engagement
     • Complaint
     • Patient

   By Patient Safety Learning, 25 March

   • 0 comments
   • 135 views
   • 
   • Added by Patient Safety Learning
   • 25 March

5. The Ombudsman’s Casework Report 2019 (3 March 2020)

   • Complaint
   • Patient safety incident
   • (and 1 more)

     Tagged with:

     • Complaint
     • Patient safety incident
     • Organisational learning

   By Patient Safety Learning, 9 March

   • 0 comments
   • 258 views
   • 
   • Added by Patient Safety Learning
   • 9 March

6. Learning from complaints in healthcare: a realist review of academic literature, policy evidence and front-line insights (February 2020)

   • Complaint
   • Systematic review
   • (and 3 more)

     Tagged with:

     • Complaint
     • Systematic review
     • Team leadership
     • Safety behaviour
     • Quality improvement

   By Claire Cox, 11 February

   • 0 comments
   • 285 views
   • 
   • Added by Claire Cox
   • 11 February

7. Healthwatch. Shifting the mindset: A closer look at hospital complaints (January 2020)

   • Complaint
   • Recommendations
   • (and 1 more)

     Tagged with:

     • Complaint
     • Recommendations
     • PALS

   By PatientSafetyLearning Team, 21 January

   • 0 comments
   • 379 views
   • 
   • Added by PatientSafetyLearning Team
   • 21 January

8. PHSO: Good leadership and complaints

   • Leadership
   • Culture of fear
   • (and 2 more)

     Tagged with:

     • Leadership
     • Culture of fear
     • Complaint
     • Patient engagement

   By PatientSafetyLearning Team, 17 January

   • 0 comments
   • 178 views
   • 
   • Added by PatientSafetyLearning Team
   • 17 January

9. Hospitals need to do more to show people how they learn from complaints (January 2020)

   • Complaint
   • Organisational learning
   • (and 1 more)

     Tagged with:

     • Complaint
     • Organisational learning
     • Safety culture

   By PatientSafetyLearning Team, 17 January

   • 0 comments
   • 271 views
   • 
   • Added by PatientSafetyLearning Team
   • 17 January

10. Shifting the mindset: a closer look at NHS complaints (January 2020)

    • Complaint
    • Systematic review
    • (and 2 more)

      Tagged with:

      • Complaint
      • Systematic review
      • Hospital ward
      • Culture of fear

    By PatientSafetyLearning Team, 17 January

    • 0 comments
    • 146 views
    • 
    • Added by PatientSafetyLearning Team
    • 17 January

11. PHSO: Complaints about the NHS in England: Quarter 1, 2019-2020

    • Complaint
    • Quantitative

    By Patient Safety Learning, 6 January

    • 0 comments
    • 434 views
    • 
    • Added by Patient Safety Learning
    • 6 January

12. Data on written complaints in the NHS 2017-18

    • Complaint
    • Quantitative
    • (and 1 more)

      Tagged with:

      • Complaint
      • Quantitative
      • Quality improvement

    By PatientSafetyLearning Team, 1 January

    • 0 comments
    • 188 views
    • 
    • Added by PatientSafetyLearning Team
    • 1 January

13. PHSO: How we deal with complaints

    • Complaint
    • Patient safety incident
    • (and 1 more)

      Tagged with:

      • Complaint
      • Patient safety incident
      • Reporting

    By Claire Cox, 25 September, 2019

    • 0 comments
    • 217 views
    • 
    • Added by Claire Cox
    • 25 September, 2019

14. A review of the NHS hospitals complaints system putting patients back in the picture: Final report (October 2013)

    • Complaint
    • Recommendations
    • (and 9 more)

      Tagged with:

      • Complaint
      • Recommendations
      • Implementation
      • Leadership
      • Organisational Performance
      • Organisational learning
      • Organisational development
      • Patient factors
      • Communication
      • Organisational culture
      • Transformation

    By Patient Safety Learning, 16 September, 2019

    • 0 comments
    • 236 views
    • 
    • Added by Patient Safety Learning
    • 16 September, 2019

15. A review of concerns (complaints) handling in NHS Wales: “Using the gift of complaints” (June 2014)

    • Complaint
    • Leadership
    • (and 4 more)

      Tagged with:

      • Complaint
      • Leadership
      • Accountability
      • Organisational culture
      • Organisational development
      • Organisational learning

    By Patient Safety Learning, 16 September, 2019

    • 0 comments
    • 395 views
    • 
    • Added by Patient Safety Learning
    • 16 September, 2019

16. Sorry needn’t be the hardest word

    • Patient death
    • Patient harmed
    • (and 3 more)

      Tagged with:

      • Patient death
      • Patient harmed
      • Complaint
      • Investigation
      • Legal issue

    By Patient Safety Learning, 16 August, 2019

    • 0 comments
    • 357 views
    • 
    • Added by Patient Safety Learning
    • 16 August, 2019

17. NHS Complaints Advocacy

    • Patient
    • Complaint
    • (and 1 more)

      Tagged with:

      • Patient
      • Complaint
      • Patient safety incident

    By Patient Safety Learning, 6 August, 2019

    • 0 comments
    • 159 views
    • 
    • Added by Patient Safety Learning
    • 6 August, 2019

18. How to make a complaint to your GP or hospital

    • Complaint
    • Quality improvement
    • (and 1 more)

      Tagged with:

      • Complaint
      • Quality improvement
      • Feedback

    By Claire Cox, 4 July, 2019

    • 0 comments
    • 241 views
    • 
    • Added by Claire Cox
    • 4 July, 2019

19. Imperial College Healthcare NHS Trust - PALS infographic 2019

    • Patient
    • Follow up
    • (and 2 more)

      Tagged with:

      • Patient
      • Follow up
      • PALS
      • Complaint

    By Patient Safety Learning, 26 June, 2019

    • 0 comments
    • 240 views
    • 
    • Added by Patient Safety Learning
    • 26 June, 2019

20. 'Meet the Matrons' clinic: an initiative to improve patient experiences (2 November 2018)

    • Hospital ward
    • Community care facility
    • (and 5 more)

      Tagged with:

      • Hospital ward
      • Community care facility
      • Patient
      • Obstetrics and gynaecology/ Maternity
      • Out-patient midwifery services
      • Communication
      • User-centred design

    By Patient Safety Learning, 26 June, 2019

    • 0 comments
    • 197 views
    • 
    • Added by Patient Safety Learning
    • 26 June, 2019